Impact of Training on ASDA Customer Satisfaction

This assignment explores the relationship between employee training and customer satisfaction at ASDA. It presents survey data analyzing customer perceptions of ASDA's goods and services, highlighting a strong preference for well-trained staff. The report emphasizes the need for continuous training programs to enhance employee skills and ultimately improve customer experience. Recommendations are provided for ASDA to implement a mix of training methods and ensure ongoing development to maintain high customer satisfaction levels.

Research Project

TITLE: “To determine the effectiveness of training and development of staff members on
customer's satisfaction.” A case study of ASDA.
CHAPTER 1: INTRODUCTION
1.1 Overview of research
Today a company can not survive without its workers. These support in carry out all
activities and make final products for company's customers to fulfil their requirements. Skilled
employees with a positive work attitude support firm in reach its final goals in an effective
manner (Van Vianen, Dalhoeven and De Pater, 2011). It is very essential that all workers
working in enterprise should be motivated towards their jobs so company can achieve its set
goals and objectives. Concept of human resource management play a big role in this. It is very
important that right tools and techniques must be use by human resource manager to manage
workers and their actions at workplace. Further, it is very important that training must be offer to
employees on continuous basis. Human resource manager of firm remain liable to provide T&D
programmes for workers. Major attribute of training is that it support employees in learn new
ways to finish specific task. It enhance worker's creativity which helps organisation in meet with
the requirement of its customers. Training is known as one of the best tool of enhance
employee's knowledge. With help of training and development programmes firm can remain
competitive in business enterprise and can attract large number of customers towards its offering.
ASDA is a British supermarket retailer which deals in different type of products. Company is
involve in offer training to its workers as this make them aware about their roles and
responsibilities and at the same time support them to perform well. All this help firm in make a
strong customers base and increase the number of its profits. To remain competitive and to better
fulfil the requirements of customer it is very essential for firm to provide featured and quality
goods. All this can be achieve by company with support of T&D activities. Further, it is also
necessary for manager to give fair remuneration and equal treatment to all workers as this help in
form a positive work environment at workplace and at the same time enhance worker's
productivity.
1.2 Background of research
To get a competitive advantage and to attain set goals, it is very important for firm to
product quality products and offer the same to its customers (Tummons, 2014). Overall satisfy
the needs of target market is very important for ever enterprise to survive in business market. In
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all this workers of company are the one which play an important role. In order to enhance
employee's contribution in success of firm, it is necessary for firm to offer them adequate amount
of training (Lim and Ting, 2013). This not only improve worker's skills but at the same time
boost up employee's morale to work well. Aim of this research is to identify the importance of
T&D activities in satisfaction of customers. ASDA is one of the largest retailer which work on a
international level and provide its products in various areas. Manager of firm develop business
plans to provide quality products and services to end customers to keep them for a agelong.
1.3 Research aims
Aim of this research is “To determine the effectiveness of training and development of
staff members on customer's satisfaction.” A case study of ASDA.
1.4 Research objectives
Ascertain the final result of study is really important and this is refer as one of the most
crucial part of every research. Study of ASDA is taken in existing study for accomplish the final
objective of study. This research contain the following objectives:
 To determine the effectiveness of T&D of staff members on customer's satisfaction.
 Determine the ways in which T&D support in improve company's sales.
 To evaluate different process available to get satisfaction of consumers.
 To analyse the affect of T&D of satisfaction of customers.
Research questions
Questions of research are prepared by the researcher related with the topic of
investigation. It is very essential for researcher to develop right research questions as these are
the one which give direction to the actions and decision taken by researcher (Siddiqi, 2011).
Further, this tell what investigator really wants to attain and also support him in draw sound and
effective conclusions. Question related with present study are as follows:
 What is the affect of training and development operations on satisfaction of customer's ?
 What are the major methods through which T&S support in improve company's sales?
 What are the different ways available to get satisfaction of customer?
 How training and development programmes help employees in work well?
1.5 Appropriate process and plan for research project specifications
Planning plays an important role in development of the things in proper manner in
project. Regarding determination of the project specification and outline need to frame plans
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regarding all activities which helps in effective promotion of different functions. Gantt chart and
network diagram are two important things which helps in distribution of the activities in different
parts. Network diagram provides the information regarding the time period which is required to
complete all the tasks of project is effective manner. Gantt chart helps in segmentation of the all
activities in correct manner which having attached dates and time period to complete the project.
It provides the opportunity regarding completion of the whole project on time. ASDA is retail
organisation, wants to conduct research about effectiveness of the training and development to
the employees for satisfaction of the different wants of consumers.
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CHAPTER 2: LITERATURE REVIEW
Introduction
This section is refer as one of the most significant portion of study as this aid researcher
in execute research in an adequate manner and support in draw valid and effective conclusion as
well. One of the major feature of this is that it support investigator in collect large amount of
information related with the topic of research which provide a basis to carry out firsthand
search. Further, it is very essential for investigator to gather and examine the past data available.
Various instrument such as books, articles, magazines and many more are utilized by
investigator to collect data.
2.1 Usage of equipments to meet with questions of research
Large number of resources are used for the purpose of conducting research and
investigation. Such different resources helps in creation of hypothesis and collection of the
information regarding research questions. Different methods which are used by the researcher for
collection of information from the respondents are secondary and primary method of
information collection. Primary source is best method which support in gather of accurate and
reliable information. On other hand, Secondary source helps in collection of the information
from the different sources such as Articles, magazines etc.
Primary source of data collection method is used by the researcher in the present task to
ascertain the viewpoints of respondents. Under this method, questionnaire is prepared which
includes different research questions which helps in improving the knowledge and enhancement
of the decision making power.
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2.2 Effectiveness of training and development
To fulfil the requirements its existing consumers and to influence other individuals, it is
very significant for an enterprise to offer them quality products. For all this, it is very essential
for firm to conduct T&D activities for its staff members as this improve their skills and at the
same time encourage their creativity which make the firm capable to provide featured goods to
its consumers. Training support employees in better understand the working climate firm which
enhance their performance.
Salas,2012 summarised that various tools to offer training to employees are there and it is
very significant that right tool must be use by managers to train workers. Further, there must be
effective communication among all department of company as this remove confusion and
increase effectiveness of business activities. Further, significance of T&D activities activities for
an enterprise is given below: Increase effectiveness of business activities: Training not only improve worker's skill a
but at the same time encourage them to think creatively. With increase creativity
company find specific methods to accomplish a activity. All this enhance effectiveness of
business operations and support in utilise all the available resource as well. Improve business performance: Employees play a big and effective role in success and
growth of enterprise. When workers work well then it increase the chances of firm to
easily achieve its set goals. Training make the workers able to handle complex situations
and take effective decisions.
 Provide competitive advantage: Maim focus of ASDA to recruit right candidate for right
job. This provide competitive advantage to firm and at the same time enhance its profits.
As per the point view of Siddiqi, 2011 when a firm have productive workers then it not
only improve company's productivity but also provide various other advantages.
2.3 Resources require to get customer satisfaction
Customers are the only profit makers of an enterprise. To capture a large market share
and to create more amount of revenues, it is very essential for enterprise to make products as per
their special needs and requirements. For attract customers towards its offering, it is very
important for ASDA to fir identify the features which customers wants in final product and
which attract them to buy a specific product. Major techniques which should be use by ASDA is
given under following points:
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 Give priority to consumer's requirements: When a firm examine the requirements of
consumers then make goods as per it then it help organisation to form a large customer
base. Further this provide a competitive benefit to organisation.
 Use a cost effective approach: It is very essential for ASDA to adopt a cost effective
method. This reduce the cost of company's operations and help firm in offer quality
product at affordable price.
CHAPTER 3: RESEARCH METHODOLOGY
This is refer as one of the most important part of any kind of investigation. This is the
element which guide and support researcher during whole research and help in achieve the set
objective and aim of research (Salas and et. al., 2012). This help investigator and identify and
examine the factor that affect the activities of research. In order to draw valid and effective
conclusion, it is very important that correct tools and methods must be use by investigator.
3.1 Type of methodology
Number of research methods are there which can be use by investigator to execute study.
Quantitative and qualitative are the two major and effective methods of research, under
quantitative study, investigator take support of various statical methods and numerical terms to
carry out research (Luo and Homburg, 2013). Overall under this, investigator deals with large
number of figures and numbers. In qualitative research, investigator focus on quality terms such
as emotions, behaviour and attitude of respondents. Qualitative research method is taken under
this report as this support investigator in execute an in depth investigation.
3.2 Data sampling
This consists the sample which researcher select for execute study. This highlight the
figure of respondents chosen by investigator. Various primary and secondary tools are use by
researcher. Primary method of collect information support investigator in gather fresh and up to
date information while books, magazines and other articles are use by researcher under
secondary tools. Researcher can use both tools to draw conclusion. Further, a sample of 30
individuals is select by investigator and a questionnaire contain 10 question is formulate by
investigator to gather data.
3.3 Sources of data
Large number of sources are there which a researcher can use to execute investigation.
Primary methods of data collection is choose by researcher to collect information (Ryu, Lee and
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Gon Kim, 2012). Major sources which come under primary sources are questionnaire, survey
and interview. Questionnaire is choose under their research and 30 individuals are selected by
investigator to response those questions.
3.4 Limitations
A researcher face various issues and obstacles during carry out research. It is very
essential that all obstacles and issues must be well handle by researcher to draw valid
conclusions (Regis, 2008). Whenever a researcher collect information then he remain responsible
to maintain the personal data of respondents private. Time and cost are the main problems face
by number of investigator.
CHAPTER 4: DATA ANALYSIS
This is refer as a significant part of study, in this investigator examine the gather
information. A thematic analysis is use by researcher. Sample size under this is 30.
4.1 Data analysis
Questionnaire
Name:
Age:
Occupation:
Gender:
Contact no.:
Email-id:
Q1) Do you like products and services offer by ASDA?
 Yes
 No
Q2) Do you agree with the statement that T&D programmes increase abilities and skills of staff
members and encourage them to work well?
 Yes
 No
Q3) Does T&D programmes help in enhance firm's productivity and profits?
 Yes
 No
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Q4) Does T&D activities help enterprise in keep consumers for long period?
 Yes
 No
Q5) Which is one of the effective tool which should be adopt by managers of ASDA to
motivate individuals to buy its products?
 Discounts
 Economic cost
 Quality services
 CSR (Corporate social responsibility)
Q6) Which mode of training is more effective and should be use by ASDA?
 On the job training
 Off the job training
Q7) Which is the main factor of ASDA goods which encourage you to purchase it?
 Quality of products
 Value services
Q8) As per your experience, which rank would you like to give the goods and services of firm?
 Excellent
 Good
 Satisfactory
 Average
Q9) Does firm need to offer training to its employees to serve its customers in better way?
 Yes
 No
Q10) Any recommendation for ASDA related with training of its employees?
4.2 Data and relation variables
Theme 1: Like services and products of ASDA
Q1) Do you like products and services offer
by ASDA?
Frequency
Yes 20
8

No 10
Yes No
0
5
10
15
20
25
Interpretation: From the given graph, it can be concluded that 20 out of 30 respondents
give their views that they like the products and services offer by ASDA. They confirm that firm
offer them large number of goods which provide them an opportunity to choose the best one as
per their needs and budgets. Other 10 individuals said that they do not like the products and
services offer by firm.
Theme 2: T&D programmes increase abilities and skills of staff members
Q2) Do you agree with the statement that T&D
programmes increase abilities and skills of
staff members and encourage them to work
well?
Frequency
Yes 23
No 7
9

Yes No
0
5
10
15
20
25
Interpretation: From the given graph, it can be summarised that more then 50%
individuals said that they are favour that T&D increase worker's skills and motivate them to
perform well in enterprise. While some respondents said that training doe not encourage
employees to work well and it is just a waste of money and time.
Theme 3: T&D programmes help in enhance firm's productivity
Q3) Does T&D programmes help in enhance
firm's productivity and profits?
Frequency
Yes 21
No 9
10

Yes No
0
5
10
15
20
25
Interpretation: From the given graph, it can be concluded that 21 out of 30 individuals
said that T&D enhance company productivity and increase profits of enterprise. Rest 9
respondents said that training does not increase profits of company.
Theme 4: T&D activities help enterprise in retain customers for long period
Q4) Does T&D activities help enterprise in
keep consumers for long period?
Frequency
Yes 25
No 5
Yes No
0
5
10
15
20
25
30
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Interpretation: From the given graph, it can be summarised that 25 out of 30 individuals
said that activities of T&D support enterprise in retain customers for a long period of time. This
support enterprise in generate large amount of profits then its competitors.
Theme 5: Method which should be used by managers of ASDA to motivate individuals to
purchase its products
Q5) Which is one of the effective tool which
should be adopt by managers of ASDA to
motivate individuals to buy its products?
Frequency
Discounts 10
Economic cost 10
Quality services 5
CSR 5
Discounts Economic cost Quality services CSR
0
2
4
6
8
10
12
Interpretation: From the given graph, it can be concluded that majority of individuals
said that concept of discounts and economic cost must be adopt by ASDA to pull various
consumers to buy its goods.
Theme 6: Which training's mode is more effective
Q6) Which mode of training is more effective
and should be use by ASDA?
Frequency
On the job training 28
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Off the job training 2
On the job training Off the job training
0
5
10
15
20
25
30
Interpretation: From the give graph, it can be concluded that 28 out of 30 individuals
said that on the job training is the method which should be use by ASDA to offer training to its
staff members. This provide an opportunity to employee to learn about practical issues which
arise while performing job roles and duties.
Theme 7: Main factor of product's of ASDA
Q7) Which is the main factor of ASDA goods
which encourage you to purchase it?
Frequency
Quality of products 15
Value services 15
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Quality of products Value services
0
2
4
6
8
10
12
14
16
Interpretation: From the given picture, it can be concluded that 50% individuals said that
quality of products is the main factor that persuade them to purchase company's goods. Rest 50%
respondents said that value service is the component which attract them towards ASDA product.
Theme 8: Rank to the products and services of ASDA
Q8) As per your experience, which rank would
you like to give the goods and services of firm?
Frequency
Excellent 10
Good 12
Satisfactory 5
Average 3
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Excellent Good Satisfactory Average
0
2
4
6
8
10
12
14
Interpretation: From the above given picture, it can be summarised that large number of
individuals give good and excellent rank to the goods of ASDA. Some individuals give only
good rank to its products.
Theme 9: ASDA require to offer training to its employees
Q9) Does firm need to offer training to its
employees to serve its customers in better
way?
Frequency
Yes 22
No 8
15

Yes No
0
5
10
15
20
25
Interpretation: From the above given graph, it can be concluded that more than 50%
respondents give their opinions that ASDA require to offer adequate training to its staff members
so they can serve its consumers in an adequate manner.
CHAPTER 5: CONCLUSION AND RECOMMEDATION
5.1 Conclusion
From the acknowledged information, it can be concluded that it is really important for
enterprises to offer training to its staff members as this ensure effective completion of business
activities and fulfil the requirements of consumers. Training encourage employee's creativity and
improve their skills. When workers apply those skills in complete business activities then it help
firm in produce quality products which attract large number of customers towards it. This report
is based on determine the impact of T&D activities on satisfaction of consumers. Different
process and methods are there to offer training to workers so it is very essential that right tool of
training must be use by manager. Effective training and development programmes ensure
development of required skills in employees which support them in complete their job roles in a
right way.
5.2 Recommendations
It is recommended to ASDA to use a mix of training methods and process to provide
training to its staff members. Further, it is also very important that training must be offer to
employees on continuous basis so they can learn how to work with new technology ad scan serve
all customers in an effective way. This increase worker's contribution in growth of firm and
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